The customer and employee experience are always intertwined. To deliver exceptional experiences, leaders must ensure their frontline is prepared and eager to connect with customers.

By monitoring experiences and managing workflows, brands can expand their reach and ensure their contact center is fully equipped to navigate experiences in 2024 and beyond. Further, by taking the pulse of CX trends, organizations can pinpoint what customers want next, attract modern customers and shift expectations for the future.

Experience management empowers leaders to connect experiences and offer an all-encompassing experience for customers, no matter the circumstances.

Join this session for more on:

• Experience management strategies and solutions
• CX trends from the customer and employee POV
• Ways to leverage feedback and engage modern customers

Brian Cantor

Director & Principal Analyst
CCW Digital

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Brooke Lynch

Principal Analyst and Deputy Divisional Director
CCW Digital

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We all know the tried and true “typical” contact center metrics or key performance indicators (KPIs), but as the landscape of customer behavior and contact center operations continues to change, how should leaders think out of the box to drive up productivity and reduce friction? How can you quantify these wins (or losses) in a way that can benefit the organization longer term?

Join Russell Banzon, Chief Marketing Officer at Cresta, and Brittany Bell, Customer Success Manager at Cresta. Brittany will draw on over a decade of contact center experience to dive into how key metrics and the way they’re measured are changing in the contact center. Together she and Russell will explore what the implications are for contact center leaders, and how they too can evolve with the help of generative AI.In this webinar, you’ll learn:

• A new approach to driving and measuring revenue in the contact center
• How average handle time has evolved as a metric - and how to understand why this new approach matters
• Best practices for measuring and adjusting to keep pace with these changes

Brittany Bell

Customer Success Manager
Cresta

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Russell Banzon

CMO
Cresta

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The employee experience is still a critical initiative in 2024. In a hybrid world, it can be difficult to manage, track and understand your employee experience. Getting it right is a non-trivial task - getting it wrong, however, is not an option.

CCW Excellence Award Winner and Best of the Best Manager, Lisa Strate breaks down how leaders can build a quality agent coaching and development program for the modern employee. Sharing her approach to management, she will share insight on how to add value to the employee experience while enhancing key metrics and hitting KPI’s.

Using tools like SMART goals and refined coaching techniques, leaders can leverage insights they have about individual employees and define a tailored approach that meets the needs of the entire team.

Join this session to learn about:

• Training and development in 2024
• Leveraging accountability to establish a high performing team
• Strategies for collecting and analyzing feedback for EX

Lisa Strate

CCW Excellence Awards Winner - Best of the Best Manager
CX and EX Director

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CX Trends don’t come out of nowhere, customers are constantly telling brands what they want out of experiences. From streamlined processes to intuitive support, these preferences are clear and customers are sharing their feedback across every touchpoint.

Join Val Williams, VOC Leader at Liberty insurance, as she shares in-depth insight on building a VOC program from the ground up. By listening to customers, analyzing key trends and leveraging proactive support, brands can finally exceed expectations and give customers the support they are looking for.

Hear more about:

• Strategies for building an effective VOC program
• Insight on understanding the VOE (voice of the employee)
• A framework for taking action

Valerie Williams

VOC Practioner
Formerly Liberty Utilities

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CX leaders today have difficulty even defining personalization, let alone executing on it. It’s often an all-or-nothing approach with a focus on hyper personalization or a disregard of tailored messaging altogether.

Working towards some level of personalization, no matter how small, is critical for organizations looking to build loyalty and effective brand experiences. Understanding your customers and working to deliver an experience that feels tailored to them is not just a nice to have, it is a true value add for customers looking to connect with brands.

Join Caylen McCool as she discusses her role at MeUndies and her dedication to providing high-level personalization that exceeds expectations. Through strategic loyalty programs, community building and surprise and delight moments, leaders can enhance loyalty and strengthen customer relationships over the long term.

Join us to learn more about:

• Strategies for personalizing experiences for brand enthusiasts
• Surprise and delight moments that make an impact
• How to leverage data to inform interactions

Caylen McCool

Senior Customer Experience Manager
Birdy Grey, Formerly MeUndies

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